Hi,

Not had any personal messages via the members forum..... Have you posted your issues so we can pick them up? Failing that let me know your user name and I will look into this stright away.

Also I can assure you I talk to customers all day long, as i have said if you let me know I will happily investigate any issues.

Stephen

I see Stephen Fell asking what issues are being experienced. Its a pity that he writes from the comfort and protection of this internet site rather than talking properly to customers. I tried to reach him through the members forum but no success and have better things to do with my life than battle with all this.

I signed up with talktalk seduced by the promise of free (or more truthfully, included) overseas calls. But even now that my probelms with the internet connection seems to be improved, the telephone line quality remains very poor. So much so that i usually have to give up and redial through the skype-out system.

I am still very disapointed with talktalk. Cost is not the only issue. It needs to work as well! This service may be low cost - but it is also VERY second rate.

Hi Blitzen,

Sorry must have missed that one :( .....

We offer free broadband on certain tariffs, not all of them. If you move onto one of the tariffs that doesnt have free broadband then you would be required to pay for it.

With regards to Trade Description Act 1968 we are not in breach, in all our marketing material we have always advised that Free Broadband is subject to T&C`s and that it is only availible to 70% of the country. If you feel that we have mislead you then please contact me via the members forum and i will be happy to investigate.

Thanks

Stephen Fell

Hello Petica,

Just responded to your own post, you are unable to post your personal details however if you register on the members forum I will have access to your account and investigate for you.

Stephen

Hello Stephen Fell, I note you did not respond to my post of 18 March where, apart from everything else, I wanted to know how you can state you offer free broadband as when I requested a transfer to a lower band as I did not want to pay for overseas calls, I was told I could not have free broadband on that tariff. How does that equate with free broadband? Trade Descriptionh Act comes to mind.

Blitzen

Dear Stephen Fell,

I'd like you to contact me if you are the person who sorts out problems.

Petica Watson

Moderator - Your telephone number has been removed, to comply with MS terms of service and for your own personal privacy & security.

Hello Kev2006n & FunForus,

I would suggest that you both register on the talk talk forum www.talktalkmembers.com and post a thread with your issues and i will pick them up or one of my colleagues will assist you. I am on the TalkTalk forum as "Stephen" so dont hesitate to contact me also.

Once you have registered on the forum we will be able to run line tests and investigate any line issues you have.

Thanks

Stephen

Hello Stephen,

You said:

We do have some congestion at certain exchanges you may be connected onto one of these exchanges? You can check this, visit www.talktalkmembers.com and click on the link for "Congested Exchanges" on the left hand side.
Hope this helps

Stephen Fell

Thanks for your suggestion, I've checked but ours (0247622**** Coventry Central) is not listed. As someone else describes things slow down to a halt at times when the kids come home and log on! Similar effects at lunchtime and later evening too. As I said, it is not important to us as we work at home and it is daytime use that is important to us - sort of counter cyclical! However, if you value your reputation this exchange might be worth looking into as the central city population is increasing rapidly with very many new apartments and student residences being commissioned.

Frankly I think that TTs problems are more by way of being the penalties of success. Our family is international and there has been a huge change in our lives brought about by the service model providing flat rate telephony. Certainly your very existence participating in these threads and the detailed follow through of each of my complaints by your customer service people suggests that the company is trying to be open, honest and effective. A great advance on the business model used by BT and the utter ineptitude of the cable people - who entrenched their cable down the empty side of our street and now cannot serve houses on the populated side!

KRs Funforus

Hi Talktalk Support

I have been with talktalk for almost 18 months. Although we have had one or two minor issues, they have been resolved speedily. The savings made compared to my previous supplier have amounted to £30 per month. Will I be staying with talktalk, of course I will.

I do experience a big drop in speed and difficulty connecting to the net at around 5.30 pm each day. I have looked at your list of problem /hot exchanges as suggested by you and my area is not featured. My dialing code is 01293 for Crawley West Sussex.

Thanks

Kevin

Hello funforus,

We do have some congestion at certain exchanges you may be connected onto one of these exchanges? You can check this, visit www.talktalkmembers.com and click on the link for "Congested Exchanges" on the left hand side.

Hope this helps

Stephen Fell
Online Community Executive, TalkTalk
www.talktalkmembers.com

Good Evening Mr Fell.

If you look at my records, xxxx xxx xxxx, you will see I spent nearly two years trying to sort out my problems with absolutely no success whatsoever. Having paid a Geek Squad £85 I eventually got onto a reasonably reliable service. However, being in South East London, I find the system incredibly slow despite deleting all cookies, temporary files, defragmenting my system etc. etc. Maybe once a month I try to download a You Tube length video and the system cannot cope so I do not bother to download at all. Surely you can provide a better service than this.

I also find it unfair that I have to have an expensive package which includes overseas calls which I do not need or want. When I tried to go onto a lower package I was told this would not include Broadband. How can you then say the Broadband is free?

Going by past experience, I do not expect any results from this missive but I do feel you should know my complaints are not trivial anmd I wojud be only too happy to recommend your service if I though it was more honest and reliable.

Note: This post has been moderated - contact details removed. Please read the moneysupermarket.com User Community Standards and Terms of Service. Cheers.

We have used TT for over a year having been on OneTel before that. As we do a lot of international stuff their combined service is streets ahead on price. We have had three problems each was solved within three days and each was down to local infrastructure decrepitude . . . On each occasion the engineer located the problem as being nearby and I accompanied them to look-see . . . A crumbling mess inside the local junction box, flooding in the conduit and manholes and two wires from our local pole actually crossing each other and sawing away at the insulation on the conductors! All the result of years of BT neglect.

On each occasion the complaint was monitored and followed up. So it seems that in some areas / aspects at least TT have got their act together.

I don't know what TTs equivalent of a contention ratio is - trunking bandwidth I suppose - but the service slows noticeably tea time and later evening when peak use is to be expected. The service then compares badly with our neighbours who have BT so I know it is the carrier that makes the difference. That is of no importance to us as it is daytime we are concerned about but I can see how it might irritate gamers or downloaders . . . Still, as I've said, for us they have been reasonable to good and the price is still unbeatable.

Regards, Funforus

I completly understand what you are saying and agree that we all have bad days, but this was from beginning to end with Talk Talk! I think I was patient but when no one seems to want to help, what can you do?!

I am sure that there is no perfect broadband provider but hopefully the next one I use will have much better customer relations! After all you are paying for a service and you would at least expect to have polite and helpful staff!

I have already left Talk Talk and didn't know about the members site, shame!

Hello,

I am sorry to hear that you have had problems with our support and felt that your only option was to leave TalkTalk. I can assure you that all our customers are important to us and keeping their business and making them happy is important.

I officially apologise on behalf of TalkTalk for any trouble caused !!!!!

Stephen Fell
www.talktalkmembers.com

NJ:That's all well and good when you have the time to press the right buttons and get through to the right people but you shouldn't have to 'go round the houses' to do so!

Totally agree, but patience pays off in the end. I am a National service manager looking after 200 service engineers, and so I am always at the receiving end of complaints. Problem is we never apriciate things when they do go right. I would be the first to admit we are not perfect, and we all have bad days.

You look at every broadband provider out there and pick the perfect one. Bet its not that easy !!

Note: This post has been moderated. Please read the moneysupermarket.com User Community Standards and Terms of Service. Cheers.